Refund policy

PawFresh Return & Refund Policy

Last Updated: 15 May 2026

At PawFresh, we are committed to providing high-quality pet-safe cleaning products. If you are not fully satisfied with your purchase, please review our Return & Refund Policy below.

By purchasing from PawFresh, you agree to this policy.

1. GENERAL POLICY

Due to the nature of cleaning and hygiene products, PawFresh may limit or refuse certain returns for health, safety, and contamination reasons.

We aim to resolve all customer concerns fairly and in accordance with the Consumer Protection Act of South Africa.

2. ELIGIBILITY FOR RETURNS

Customers may request a return or replacement if:

  • The incorrect product was received.

  • The product arrived damaged or leaking.

  • The product is defective.

  • The order is incomplete.

To qualify for a return:

  • The request must be submitted within 48 hours of delivery.

  • Proof of purchase must be provided.

  • Clear photos of the product and packaging must be supplied.

  • The product must remain substantially unused unless defective.

PawFresh reserves the right to inspect all claims before approving refunds, replacements, or returns.

3. NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following items may not be eligible for return:

  • Opened cleaning products

  • Used products

  • Products damaged through misuse

  • Products damaged due to improper storage

  • Clearance or promotional items

  • Gift cards or digital products (if applicable)

Returns may also be refused where:

  • The product has been tampered with.

  • The product was not used according to instructions.

  • The customer changes their mind after opening or using the product.

4. DAMAGED OR INCORRECT ORDERS

If your order arrives damaged, leaking, defective, or incorrect:

Please contact PawFresh within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Photos of the product, packaging, and delivery condition

Email: info@pawfresh.co.za

Once reviewed, PawFresh may:

  • Replace the product

  • Issue store credit

  • Issue a refund

  • Arrange collection of the product where necessary

PawFresh reserves the right to determine the appropriate resolution.

5. REFUNDS

Approved refunds will be processed using the original payment method where possible.

Please allow:

  • 3–10 business days for refund processing depending on your payment provider or bank.

Shipping fees are generally non-refundable unless:

  • The wrong item was supplied by PawFresh

  • The item arrived defective or damaged

PawFresh reserves the right to deduct reasonable shipping or handling costs where applicable.

6. EXCHANGES

Exchanges may be offered for:

  • Incorrect products

  • Defective items

  • Damaged products

Exchange requests are subject to stock availability.

If a replacement item is unavailable, PawFresh may issue store credit or a refund instead.

7. RETURN SHIPPING

Where a return is approved:

  • PawFresh may arrange collection through a courier partner.

  • Customers may be asked to safely package the item for collection.

Customers may be responsible for return shipping costs if:

  • The incorrect item was ordered by the customer

  • The customer no longer wants the product

  • The return is unrelated to a PawFresh error

PawFresh is not responsible for returns lost or damaged during transit if customers arrange their own return shipping.

8. ORDER CANCELLATIONS

Orders may only be cancelled before dispatch.

Once an order has been packed, processed, or handed to a courier partner, cancellation may no longer be possible.

Approved cancellations may be subject to:

  • Payment processing fees

  • Handling fees

  • Administrative charges

9. PRODUCT PERFORMANCE DISCLAIMER

PawFresh products contain natural bio-enzymes and plant-based ingredients.

Cleaning results may vary depending on:

  • Surface type

  • Fabric type

  • Severity of stains or odours

  • Usage conditions

  • Frequency of cleaning

PawFresh does not guarantee identical results in every environment or application.

Customers are encouraged to test products on a small hidden area before full use.

10. LIABILITY LIMITATION

To the fullest extent permitted by law:

  • PawFresh shall not be liable for indirect or consequential damages.

  • PawFresh shall not be responsible for damage caused by misuse, improper application, or failure to follow product instructions.

  • PawFresh’s liability shall not exceed the purchase value of the product concerned.

Nothing in this policy limits rights provided under South African consumer protection laws.

11. CONTACT INFORMATION

For any return, refund, or exchange enquiries, please contact:

PawFresh
Email: info@pawfresh.co.za
Website: www.pawfresh.co.za
Instagram: @pawfresh.official

By purchasing from PawFresh, you acknowledge that you have read and accepted this Return & Refund Policy.